FAQs

CUSTOMER SERVICE

 

How can I contact Ebora Home?

You can simply contact us where our customer service team will be happy to help you with whatever you need.

What are your store hours?

Our team will be able from Monday to Friday, 9:00 AM to 6:00 PM. We will try to answer you as soon as possible.

PAYMENTS

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX, Maestro) and Paypal.

SHIPPING AND CUSTOM 

When will my order be processed?

The processing time for your order may vary depending on several factors, including the store's policies, product availability, and the selected shipping method. Typically, we strive to process orders as quickly as possible. In most cases, your order will be processed within 3-4 business days from the date of purchase. However, for custom or out-of-stock items, the processing time may be longer.

Once your order has been processed, you will receive a confirmation email with the estimated shipping date and a tracking number, if applicable. This will allow you to track the status of your shipment.

All orders are handled and shipped out from our warehouses in EU or China.

How long will it take to receive my order?

After your oder has been processed, it will take 12 - 40 business days (depending on location). The delivery time for your order may vary based on your location and the shipping method chosen.

However, please note that shipping times can be influenced by factors beyond our control, such as customs clearance and holidays. Rest assured, we work diligently to get your order to you as swiftly as possible.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars or EUR, which means you may be liable to pay for duties and taxes once you receive your order.

Please note that these additional charges are not included in the item's purchase price or shipping cost. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

 

RETURNS

How do I return an item?

We want you to be completely satisfied with your purchase. If, for any reason, you are not happy with your item, we offer a hassle-free return process. Please follow these steps to initiate a return:

  1. Contact Customer Support: Get in touch with our customer support team to notify them about your return request. You can contac us here.

  2. Check Eligibility: Ensure that your item is eligible for return. Items must be in their original condition, unused, and with all original tags and packaging intact.

  3. Package the Item: Safely pack the item in its original packaging or a secure box to prevent damage during transit.

  4. Include Documentation: Include a copy of the purchase receipt or order confirmation inside the package.

  5. Ship the Item: Ship the package to the return address provided by our customer support team. Please note that you will be responsible for the return shipping costs unless the return is due to a defective or damaged product.

  6. Wait for Processing: Once we receive the returned item, our team will inspect it to ensure it meets the return criteria. If everything checks out, we will process your refund or exchange, as per your request.

  7. Refund or Exchange: No reimbursment will be accepted. A code redeemable in the store for the same value will be provided. Exchanges will be processed based on product availability.

Please note that the return period may vary depending on your location and local regulations. For specific details regarding returns and our return policy, please refer to our Returns & Refunds page on our website or contact our customer support team.

At Ebora Home, we are committed to providing excellent customer service and making your shopping experience enjoyable. Should you have any questions or need further assistance, do not hesitate to reach out to our customer support team. We are here to help!

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?

The returns process typically takes 10 to 15 business days from the time we receive your returned item. Here is a breakdown of the process:

  1. Return Shipment: Once you have shipped the item back to us, it may take a few days to reach our warehouse, depending on your location and the chosen shipping method.

  2. Refund or Exchange: If the returned item meets the return criteria, we will proceed with your requested refund or exchange. Refunds are typically processed within 1 to 2 business days after the inspection. Exchanges will be processed based on product availability.

Please note that the overall returns process can be influenced by external factors, such as shipping delays or holiday periods. Rest assured, we strive to handle returns efficiently and promptly to ensure a smooth experience for our customers.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.